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The Atlassian Community can help you and your team get more value out of Atlassian products and practices.
I have received a ticket request via email from my customer. When I "reply to customer", the customer did not receive my reply.
Two things that you can check -
1) Ask your customer to determine if his/her email client app have filtering setup which the customer reply from your JSM project is filtered to a folder in the app, so instead of showing up in his/her inbox, it is actual filtered/stored in other areas in the app. Secondly, if your customer's mail processing env has rejected emails coming from your JSM env.
2) Contact Atlassian Support (https://support.atlassian.com) for further assistance, so the support team can access the backend logs to determine if there were any failure/error on processing the customer reply notification to the targeted customers.
Hope this helps.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Technology Applications Team
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